Problem with update Device Protection

Hello @Firmy

I a separate thread message I have answered you, that yesterday due of a separate ongoing support case with Agent "Olivia G" i sent via email my log file "fsdiag.zip" which has been generated via the support tool within F-Secure Application.

Hope it helps.

Rob

Hello,

I’m encountering the same loop problem. Got the f-secure update 25.3. on April 6 and Win10 22H2 update yesterday (cumulative 22H2 update kb5055518 successful, but the security update failed to install after which it was removed from the update queue, app said it will retry later). I’ve been stuck in the f-secure (got update) loop “device restart is needed”, since windows was updated last night. Hoping for some help

Alex

downloaded F-Secure 25.3. No improvement on my HP- notebook: Still loop Installing.
By the way: what is the risk running my notebook with not fully functional F-Secure and what is your recommendation ?

Hi Molly
Thanks for your reply.🙂
I have now submitted a file via the path you showed, so I have also received an automatic email that a case has been created.

But how does this error actually work, is it as someone said that every time you restart the computer, more and more hard drive space is taken up due to this error?

I have an old computer that does not have a very large hard drive, so I would like someone knowledgeable to answer if it is that way and if in that case it is better to uninstall the program completely on the computer while waiting for a solution.
And is the program even of any use right now in this broken state it is in now?

And do you or anyone else here know if any solution is in the works, or if a solution is several weeks away? Have you received any communication from F-Secure regarding this?

I think we should be compensated for this loss of service by receiving extensions because this time when it has been broken for so long is taken from our subscription period.

Glad påsk! 🐥

Där ser man, jag är också ifrån Sverige.

Hello @at11 @KAndy1806 @Pewi1982

Thank you all for your continued patience and for sharing your experiences with us.

We understand that the issue with Device Protection continuing to loop during installation is causing frustration for many of you.

We kindly ask you to generate a debug log and send it over to us. You can do this by using the Support Tool within the F-Secure software (Help & Support section) to create the fsdiag.zip file.

Once the file is generated, please do not post it publicly for your privacy and security. Instead, kindly send it to us via private message. Details and instructions have been sent to you via private message.

Your cooperation is greatly appreciated, and we’re committed to resolving this as quickly as possible. We’ll keep you posted on any updates.

@Molly1900 could you please clarify what you mean by the banking protection being unstable? Additionally, could you share the banking URL you’re referring to?

Thank you once again for your understanding.

Hi @Firmy

For me, reinstalling seemed to do the trick. Not that it stuck. I had to do it all over again on April 19: same endless loop. But at the moment it’s working, so my FSDIAG-file would probably be of no use.

By the way, if the “Send non-personalized user data” option is checked in user Settings, is FS getting real-time info about these recurring loop events and the un/reinstalling or is that referring to some other user data? Because even if a reinstall might temporarily help, I obviously would want FS to know about the issue whenever it happens, so that they get the data/stats/scale of the issue and can create a permanent fix.

@Firmy @all

Sorry But the uninstallation with the aforementioned Tool to uninstall completely the F-Secure App helped for one week, since 15th April I am not able anymore to update the Virus Definitions. I will reply to the same email case with the agent Olivia, that from my point of view there is a buggy behavior within F-Secure Update Device Function.

Thanks for further analysis.

Best,

Rob

I have the same problem. Device protection update is failing for some weeks. I uninstalled F-Secure, did a reboot and reinstalled F-Secure with no effect.

What shall I do?

After almost two months, there's still no solution. I find it embarrassing. I reinstalled the program today, but unfortunately, it didn't work. Aside from deleting the failed updates, nothing happens. Not a single file can be scanned.

Luckily, I only have an annual license (for 7 devices!), because currently, F-Secure is worthless to me and just wastes my time and nerves. Even free programs do a better job!